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Flatfair is seeking a hands-on Customer Operations Manager to lead a six-person End of Tenancy team. This is a case management operation focused on reviewing information, applying judgment, and making decisions—rather than traditional customer support.
Reporting to the Head of Customer Operations, you will own the team's day-to-day performance, quality, and workload management. You'll stay close to the detail, support complex cases, and step in to keep work moving and standards high.
Key responsibilities include:
- Lead daily performance of the End of Tenancy team, managing workload, capacity, quality, and service levels
- Coach and support the team to make clear, consistent decisions and handle complex cases confidently
- Review escalated or unusual cases and provide guidance where judgment is needed
- Identify and remove blockers, balance competing priorities, and provide hands-on support when needed
- Use performance data and case trends to identify improvements in processes, guidance, and training
- Collaborate with the Head of Customer Operations and cross-functional teams to improve workflows, automation, and customer experience
You bring strong experience in a case-handling environment (claims, complaints, disputes, financial services, property, legal services, or similar) where you've reviewed information, applied judgment, and made decisions. You have proven experience managing or leading a customer-facing or case-handling team, are comfortable with performance management and people development, and thrive staying close to complex work. You're organized, data-driven, and confident managing competing priorities in a busy operational environment. PropTech or lettings experience is not required.
Flatfair, founded in 2016, is reimagining the UK rental ecosystem. The company has built and scaled a platform used by tens of thousands of tenants and partners, helping reduce upfront costs for tenants while providing stronger protection for landlords. The role is hybrid with regular time in the London office.
